CloudCherry

SEPTEMBER 19, 2018

With so many channels available, customers can share their feedback with just a click of a button, shaping a person’s perception of your company before they get to buy your product or interact with your team. Connecting Your CEM Goals to Financial Metrics. Webinar: 14 Hacks to Fast Track Your CX Budget Approval.

ROI 256

ROI Financial CEM Metrics 256

CloudCherry

SEPTEMBER 19, 2018

With so many channels available, customers can share their feedback with just a click of a button, shaping a person’s perception of your company before they get to buy your product or interact with your team. Connecting Your CEM Goals to Financial Metrics. Webinar: 14 Hacks to Fast Track Your CX Budget Approval.

ROI 225

ROI Financial CEM Metrics 225

Lumoa

MARCH 6, 2023

Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar.

Analytics 208

Analytics How To Analysis Feedback 208

Lumoa

MARCH 6, 2023

Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar.

How To 208

How To Analysis Feedback Innovation 208

CloudCherry

MARCH 14, 2019

On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. Temkin reports that 60% of VoC programs are soliciting feedback, but only 24% of VoC programs say they are good at making changes to the business based on insights.

Customer Insights 150

Customer Insights Analytics Airlines Feedback 150

SurveySparrow

APRIL 1, 2022

How do you host better webinars with every session? By starting with post-webinar survey questions. In this article, we’ll: Go through 30+ post-webinar survey questions to ask after the event (with free template). Understand how post-webinar surveys can benefit your organization. Top 30+ Post-Webinar Feedback Questions.

Survey 52

Survey Examples Infographics Feedback 52

NICE inContact

JULY 30, 2019

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? Find the right balance for your customers to deliver helpful feedback. The best way to encourage quality customer feedback is to make it obvious that you are listening and then doing something about what you hear.

Feedback 138

Feedback Contact Center Tips Survey 138

ClientSuccess

DECEMBER 21, 2021

However, when it comes to knowing which metrics to track, not all customer success leaders are on the same page. There are widespread metrics like NPS and sentiment and high-level numbers like churn rate and retention rate. Product adoption: this metric tracks how many users at a specific customer are using the product or service.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

Feedbackly

OCTOBER 20, 2022

With multi-channel survey distribution, visual survey customization, and offline data gathering, these platforms offer users a streamlined service to manage feedback collection. Feedbackly specializes in experience for high-volume retail and service and offers physical terminals to gather feedback in-store. Functionality. Scalability.

Feedback 75

Feedback Software Multi-Channel NPS 75

QuestionPro Audience

AUGUST 28, 2017

If you missed our Part 2 Webinar – Customer Journey Mapping and Best Practices , we’ve got you covered. Watch the full presentation: Check it out on SlideShare: [Webinar Recap] – Customer Journey Mapping and Best Practices. For the identified moments of truths, make sure you have the correct metrics in.

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

SurveySparrow

FEBRUARY 14, 2022

In our recently concluded virtual HR summit, Refine EX, Anisa Aven, the CEO of Turnkey Coaching & Solutions , perfectly started her webinar with this line. Anisa has been one of the prime advocates of people analytics for close to 2 decades, and we knew we were on a knowledge ride in this webinar.

Analytics 98

Analytics Metrics Examples Survey 98

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. Agent Performance Metrics Behind every successful contact center are the agents who breathe life into it.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

InMoment XI

NOVEMBER 2, 2022

InMoment recently held a webinar with representatives from Forrester, an independent market research firm, to give you the answers you need about CX ROI. By bringing audit and guest feedback data together, InMoment’s prescriptive analytics automatically generated two improvement priorities for each location.

ROI 493

ROI Return on Investment Airlines Call Center 493

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Customer feedback will tell you what customers think and feel. Journeys & Journey Maps.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Kayako

JULY 27, 2017

And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. You can use these metrics to be a hero and champion to your cause for other teams. 5 Metrics that shape your SaaS customer support model. Every week?

Metrics 200

Metrics Company Net Promoter Score NPS 200

CSM Practice

FEBRUARY 8, 2023

One of the best ways to grow your business is to track several customer success metrics and use this SaaS valuation data to make effective decisions. If you’re wondering what kind of data to collect, these metrics will help you measure customer satisfaction levels and develop strong retention strategies. Start tracking metrics today!

Metrics 52

Metrics Net Promoter Score Advertising Customer Success 52

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Customer feedback will tell you what customers think and feel. Journeys & Journey Maps.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Customer feedback will tell you what customers think and feel. Journeys & Journey Maps.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. Among these metrics, the “Talk” metric stands out as a vital instrument. Understanding the Average Talk Time metric Average Talk Time represents the actual duration an agent spends conversing with a customer.

Call Center 52

Call Center Metrics Contact Center Customer Satisfaction 52

InMoment XI

JULY 4, 2022

Integrating this data against your CX metrics is essential to the success of your business. For more in depth information on these four steps to building an ROI focused customer experience program, watch the full webinar here ! Along with that, it will also store financial and operational data from within your business.

ROI 493

ROI Return on Investment Social Media Survey 493

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education.

Customer Journeys 98

Customer Journeys Effort Score Chatbots Self Service 98

CX Journey

MARCH 17, 2015

In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. customer experience metrics voc voice of customer'

Metrics 80

Metrics Chief Customer Officer Effort Score Voice of Customer 80

InMoment XI

JULY 20, 2023

We are all inundated by articles and webinars that start with “How to Use ChatGPT to…” I have also had way too many conversations with my Gen-Z son and millennial colleagues about how they use the tool to make everyday tasks go by more quickly. It seems like the internet is full of ChatGPT “hacks” these days.

Survey 379

Survey Customer Experience Customers Data 379

Gainsight

NOVEMBER 21, 2022

Master These Metrics . To these ends, here are three metrics that every SaaS PM must know as readily as they do the emoji panel in their Slack channels: Metric #1: CAC. Metric #2: GRR. Metric #3: NRR. NRR is important because fluency with this metric can facilitate growth. Learn More.

Metrics 52

Metrics Management Measurement Sales 52

Thematic

MARCH 29, 2020

How insights and analytics professionals can turn overwhelming volumes of customer feedback into a continuous product feedback loop. Whether your product is a vacuum cleaner, a mobile app, or a SaaS solution, product feedback should drive decision-making. I spent the last 5 years building Thematic , a customer feedback solution.

Feedback 111

Feedback How To Analysis e-support 111

Lumoa

FEBRUARY 21, 2023

In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. Focusing Heavily on Metrics The first sign that a VoC program is losing momentum is when it becomes just another way to measure and report performance metrics. Here are some key insights.

Gamification 208

Gamification How To Customer Journeys Omni-Channel 208

Think Customers

OCTOBER 11, 2021

Customer Satisfaction (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS) metrics have long been invaluable tools in the industry, but it’s critical to recognize that these metrics on their own cannot improve customer experience. What is a CSAT rating? How to improve CSAT. What is a CES rating? What is an NPS rating?

Contact Center 52

Contact Center NPS Metrics Effort Score 52

SurveySensum

FEBRUARY 14, 2024

Through Employee Feedback , of course! Now, you’re probably wondering, “But how do I effectively gather and utilize this feedback?” ” — That’s where the right employee feedback tool comes into play. You’re looking for the best employee experience tools to gather this priceless feedback.

Tools 52

Tools Feedback Analysis Survey 52

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. These are the leaders who understand that customer feedback is the top driver of successful customer experience strategies. Structured feedback.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Lithium

APRIL 2, 2024

RECAP] Khoros Fresh Features Product Release & Roadmap Webinar : The following on-demand Q&A and accompanying resources are intended to summarize recent releases, enhancements, and current plans for Khoros products, functionality, and other services to help you unlock the full power Khoros has to offer.

Roadmap 52

Roadmap Metrics CRM Resources 52

NobelBiz

FEBRUARY 14, 2022

The metrics that are appropriate for your organization will serve as your compass. Before defining your Agent performance metrics, define your contact center goals Analyzing a KPI only because the competition does it is pointless. What are the right call center agent performance metrics to monitor?

Metrics 52

Metrics Contact Center Management Call Center 52

Feedbackly

APRIL 4, 2024

Emotional Value Index (EVI)® is a metric designed to measure emotional experience. Free Webinar: Expert Tips For Using Customer Emotion Data In Improving Business Results At this webinar, Feedbackly’s Jaakko Männistö showed practical examples of how to use customer emotion data in action-taking to improve business results.

Measurement 52

Measurement Brands Tips Feedback 52

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! Watch the recording of this webinar to catch up on the full conversation! Speaker: Chris Hicken , CEO & Co-Founder of Nuffsaid. Isn’t that crazy? That’s so obvious!”

Roadmap 52

Roadmap Customer Success Feedback Report 52

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. General business metrics are important as well, so you can tie your activities back to overall company goals. The Monthly Active Users (MAU) metric measures the number of different users who open your product within a 30 day period. WATCH THE WEBINAR.

Metrics 65

Metrics Net Promoter Score Management How To 65

GetFeedback

NOVEMBER 25, 2019

So, as you’re monitoring your CSAT score, you should also be collecting feedback, acting on it, and implementing other strategies that will actually improve the experience; this will ultimately lead to a better CSAT score and other desirable business outcomes. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293